Refund policy

Here is a professional, legally compliant Refund and Return Policy tailored specifically for your South African vape store (vikingvapes.co.za). It protects your business against hygienic product tampering while complying with the South African Consumer Protection Act (CPA). [1, 2, 3]
You can copy and paste this directly into your Shopify Admin > Settings > Policies > Refund Policy block. [1, 2]
REFUND AND RETURN POLICY
Thank you for shopping at Viking Vapes. We value your business and strive to provide high-quality electronic vaping devices, pods, and accessories. [1]
Due to the sensitive, hygienic, and regulated nature of electronic nicotine delivery systems (ENDS) and consumable e-liquids, our return parameters are strictly enforced to protect consumer safety and comply with South African health and consumer laws. [1, 2, 3]
1. CONSUMABLE PRODUCTS (STRICT NO-RETURN POLICY)
For health, safety, and sanitary reasons, all sales of consumable items are final. We do not accept returns, exchanges, or refunds under any circumstances for the following opened or unopened products: [1, 2, 3, 4, 5]
  • Pre-filled disposable vapes (e.g., Nasty Bar, Elfbar BC/FS series, Oxbar, Airpops 3ml/15ml)
  • Replacement pre-filled pods (e.g., Elfa Pro pods, EW9000 pods, Versa pods)
  • E-liquids / Vape Oils (e.g., Airpops 313 30ml bottles)
  • Replacement heating coils and empty cartridge pod shells [1, 2, 3]
2. UNOPENED CHANGE-OF-MIND RETURNS (7-DAY WINDOW)
In accordance with the South African Consumer Protection Act (CPA), you have the right to return hardware kits (starter devices or battery bases) within 7 days of receipt, subject to the following strict conditions: [1]
  • The product must be completely unopened, unused, and sealed in its original manufacturer shrink-wrap or tamper-evident packaging. [1, 2, 3, 4, 5]
  • The outer security seals, bar codes, and scratch-and-verify authentication labels must be 100% intact.
  • Courier Fees: The customer is fully responsible for arranging and paying the courier delivery fees to return the item to our facility in Komatipoort. Original shipping fees are non-refundable. [1, 2, 3]
  • Restocking Fee: A 15% administrative and restocking fee will be deducted from your final refund amount to cover processing and transaction charges. [1, 2, 3]
3. DEFECTIVE OR DEAD-ON-ARRIVAL (DOA) HARDWARE
Electronic disposable vapes and pod systems are mass-manufactured automated components. While rare, factory defects can occur. [1]
We offer a strict 24-Hour Dead-On-Arrival (DOA) Warranty specifically for hardware failures (e.g., a device arriving with a dead battery, a broken digital interface screen, or a completely non-functional auto-draw sensor). [1, 2]
How to claim for a DOA or Factory Defect:
  1. You must notify us via email at vikingvapessa@gmail.com within 24 hours of the courier tracking timestamp showing your package was delivered. [1]
  2. Your email must include your Order Number and clear video proof demonstrating the defect (e.g., showing the screen failing to illuminate when charging or demonstrating the device failing to fire).
  3. What is NOT covered under warranty:
    • Leaking pre-filled pods caused by altitude/pressure changes during courier transit.
    • Burnt taste profiles resulting from chainsmoking or operating hardware in "Turbo/Boost" modes incorrectly.
    • Expected reduction in battery lifespan or juice depletion based on individual user consumption.
    • Accidental physical damage, drops, water exposure, or utilizing incorrect high-voltage fast-charging brick accessories. [1]
Once your video evidence is assessed and approved by our inspection team, we will issue a replacement voucher, store credit, or process a refund via your original payment method. [1, 2, 3]
4. REFUND PROCESSING TIMELINES
Once your approved return is received, inspected, and verified at our Komatipoort hub, we will send you an email notification confirming receipt. [1, 2]
If approved, your refund will be processed automatically through our secure South African payment gateways (e.g., PayFast, Yoco, or Peach Payments). Approved refunds typically reflect in your bank account within 5 to 10 business days, depending entirely on your banking institution's standard settlement clearings. [1, 2, 3, 4, 5]
5. CONTACT US
For all return requests, warranty claims, or policy questions, please contact our support team directly:
  • Store Name: Viking Vapes
  • Support Email: vikingvapessa@gmail.com
  • Returns Base: Komatipoort, Mpumalanga, South Africa, 1340